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"The Welfare Reforms workshop is extremely beneficial for staff, tenants and board members in ensuring organisations can pro-actively prepare to minimise the negative financial impact of these major reforms, on future income received from Housing Benefit and on arrears. "

Maria Murphy,
CEX, Derby Homes

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Customer Care Training - Full day bespoke course

Customer Services Training - The course to learn excellent and effective customer service skills

  • Improve your customer service skills both face to face and over the phone
  • Learn how to take control of conversations
  • Build trust across teams and reflect the values of your organisation
  • Make customer service your unique selling point
  • Practically apply learning in a safe environment

This practical course is delivered as a full day bespoke training course and concentrates on three areas vital to developing excellent and effective customer service skills: good technique, improved communication skills and a confident approach. The course includes techniques that can be used to develop relationships with customers and improve communications across teams and organisational wide. It enables organisations to work smarter to achieve your outcomes giving you a competitive advantage.

In addition, the course will give attendees easy to use techniques that will promote a positive outlook, improve attendees' frame of mind and will enable them to achieve your goals and targets.

Your goal shouldn’t just be exceptional customer service; it should be consistently exceptional customer service. Achieve this and you not only demonstrate a positive, can-do approach that creates loyal customers, you do it again and again, building trust and an enduring reputation. This course looks at the key techniques to help you do just that.


The full day training course includes the following but can be tailored to meet your requirements:

  • Overview of the reason for service – why are you here?
  • Who are your customers/stakeholders?
  • Communication fundamentals – getting it right first time
  • Customer expectations and the importance of good customer service
  • Customer care and developing the customer relationship
  • Interpersonal communication and first impressions
  • Develop excellent communication skills
  • The reasons for good and bad service – attitude, attention and quality of service
  • Customer rights and barriers to communication
  • Promoting assertiveness
  • How to deal with difficult conversations and situations - deliver on promises even if its bad news
  • Understanding the reasons why tenants become frustrated or angry.
  • Handling dissatisfied, angry and upset customers and stress in service situations 
  • Dealing with customer complaints and problem resolution 
  • Workshop session - learning log and action plan


 People who will benefit greatly from attending this course are:

  • All staff and managers who deal with the public either over the telephone, face to face
  • Housing staff
  • Contact and call centre staff
  • Staff responsible for collecting tenant profiling data


What will they learn:

  • Maintain a consistent and proactive approach to customer service
  • Build strong relationships with internal and external customers
  • Gain key skills in excellent communications, a confident approach and new techniques
  • Dealing with callers in a professional, efficient manner
  • Best practice, tips and techniques to improve performance
  • How to build trust and an enduring reputation for continuously delivering excellent customer services

This is a first class course which provides measurable outcomes and is exceptional value for money. The training receives excellent feedback from staff who attend and is bespoke to suit each organisations requirements and to ensure that your key messages to staff are delivered. The training is tailored to suit your needs. If your goal is to continuously deliver excellent customer services, then this course is for YOU.

If you are interested in accessing this training package please contact Claire Turner Director of the Landlord Information Network on T: 01246 413791 or E:


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LIN trainer Paul Haste has had a varied and successful career in senior management positions having spent over 33 years in a local government environment.  Paul’s last post in local government was Revenues Manager at North Tyneside Council where his remit involved the billing, collection and recovery of local taxation and sundry debts, the latter including the likes of Former Tenant debt and HB Overpayments.

In 2006 he joined Rossendales, a leading debt collection agency as a consultant and account manager and is now lead trainer and consultant for LIN.

Paul also delivers comprehensive training involving telephone negotiation skills with emphasis on the very successful PhoneCoach product linked to debt collection and customer care techniques.

As well as promoting the theorist approach, Paul can also relay his personal experiences having been actively involved in managing front line staff who dealt with local taxation, housing, sundry debt and benefit related enquiries.

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